I am sorry that you did not enjoy your stay. We aim to make every guests stay as comfortable as possible, but cannot allow guests to stay in the property after their checkout time of 11am. When our cleaner had arrived in the late afternoon and noticed that you were still in the property we attempted to get in contact with you about extending your stay, or to ascertain when you were going to checkout, with no luck.
After a few hours of not being able to contact you, we took precautionary measures to ensure that the property was vacant and that it was possible for the property to be cleaned ahead of the next guest. It was in no way our intention to cause you unnecessary stress, but we cannot allow guests to stay in the property for extra nights without paying, but would of been happy to have extended our stay if this was made clear to us earlier in the day. The costs incurred to you were to cover the cost of a cancelled clean and for the time of our sorter to visit the property. I do hope that you enjoyed your time in London and that you would consider staying again.